Eric Pace Email & Phone Number

Bowling Green, KY, US

New York, NY, US

Wellesley, Massachusetts, US

Blue Bell, Pennsylvania, US

Odenton, MD, US

Mclean, VA, US

Nashville, TN, US

- Create platform roadmap & vision - Mentor junior ServiceNow team members - Use on the ground approach to help solve business problems - Responsible for upgrades and testing - Hold meetings with external clients to help scope integration projects - Drive value on the platform with each license purchased - Design integration standard for ITSM process.

Nashville, TN, US

- Lead team of Business Analysts, Administrators, Developers, and Trainers - Lead daily stand-ups - Mentored junior staff on best practices on the platform - Responsible for platform architecture- Reported process to Executive Leadership in monthly sessions - Created yearly budget to guide towards vision

Plano, Texas, US

- Serve as ServiceNow Administrator/Developer for multiple clients - Hold weekly SCRUM meetings with clients to review and work through Backlog - Guide clients in best practices for utilizing the platform - Provide leadership through upgrade process - Design and deploy Update Sets to Production environments - Deep dive client instances to provide a.

- Lead all technical aspects of project delivery and solution delivery including: Architecture, Application UI Configuration, Manage multiple workflow design- Lead efforts on Process, solution design & integration in support of implemented and new processes- Scripting in the ServiceNow platform using JavaScript including: Business Rules, Client Scripts, UI.

Round Rock, Texas, US

• Create Business Requirement Documents for client approval
• Create Technical Workbook for Item creation
• Analyze legacy system data to help consolidate and improve efficiency on the ServiceNow platform build
• Utilize Item Designer to create Request Items for Service Catalog in ServiceNow
• Transition new clients to the ServiceNow platform
• Perform Q/A work with integration team if 3rd party integration is needed

Round Rock, Texas, US

• Created a process that lead to an 18% increase in the amount of applications that were packaged
• Suggested feature enhancement to web application that gave client progress information which was replicated to all clients globally
• Aided in development of SharePoint deployment that tracks applications through packaging process

Round Rock, Texas, US

• Modeled feature enhancements and sent to 3rd party software provider for inclusion in next release
• Developed many custom scripts to pull data that became a part of the Dell Intellectual Property folder
• Implemented software in client datacenter to assess virtualization fit
• Presented findings to clients
• Aided in the product development of the offering from conception

Round Rock, Texas, US

• Transitioned new clients to use Dell Best Practices built around ITIL
• Coordinated client acquisitions, divestitures, and mergers into Dell’s custom BMC Remedy solution
• Reviewed Master Service Agreements and Statements of Work to develop project plan that abided by the timeframes and SLA’s set forth
• Guided project team towers to ensure delivery of necessary services pre and post go-live

Round Rock, Texas, US

• Trained new customer service agents
• Audited agent phone calls
• Facilitated classroom trainings
• Developed curriculum using Microsoft PowerPoint and Adobe Captivate
• Help tower meetings with teams to ensure understandings of tasks and objectives